(c) Len Holmes, 1987/2011

A NOTE ABOUT THIS WORKBOOK

This workbook is written in a way which is designed to get you working actively, rather than just reading. At various points you will be asked to answer questions, or carry out some exercise. Please do stop at these places and respond as asked rather than just reading. It will help you get the most from the workbook.

INTRODUCTION

Human resource management and development specialists have a considerable role to play in dealing with problems. In using the term 'problem' we do not just mean major calamities or disasters. The term 'problem' is used to refer to any situation in which we are concerned to bring about some desired state of affairs which would not come about unless we took action of some kind. This could mean:

• something has gone wrong (how do we put it right?);
• something is likely to go wrong (how do we prevent it, or at least minimise it?);
• some opportunity is presenting itself (how do we make the most of it?).

Specialists in human resource management and development are often called upon to contribute their specialised expertise to help the organisation to make effective use of, and to develop, their employees.

Sometimes they are also called upon to help employees to obtain what they desire from their employment, in so far as these accord with the organisation's requirements.

Before we start to have a look at the principles of problem solving, it will be helpful if you can consider a problem which is current in your own organisation, something with which you are involved. It does not have to be a major problem, as long as it is real for you. Remembering the points mentioned above, write down in the section below some brief details about the problem. Then as you go through you can try out the various principles to a real problem, rather than dealing only with abstract issues.

Let us start with a problem to work on, so that the principles of problem solving can be illustrated in a practical manner.

EXERCISE Imagine the following situation and consider what you would do. You live in London and have been visiting a friend. Your friend lives in another part of London, about ten miles away from where you live. You go there after work, and because there is no direct bus service you go by Underground You then walked from the Tube station to your friend's flat about a mile away. Before leaving the station you rang your friend to say you would be arriving soon. After an enjoyable evening your friend drives you to the Tube station, at 11.15 pm. Your friend drops you off around the corner from the Tube station, then drives home. As you turn the corner, you find that the station is closed, with a notice stating that a security alert had closed down the line. You then find that you do not have your purse/wallet on you. You know that you had it when you called into an off-licence on the way from the station to your friend's flat. You search through your pockets and the bag you have with you. You find that your Oyster card and phone are also missing. You have no proof of identity on you. You do have two ten-pence pieces which were tucked into a corner of your coat pocket. Your wallet/purse contains your Oyster card, cheque card, credit cards, driving licence, and about forty pounds in cash. You know that you have only about two pounds in cash at home, as you had to draw some cash from the bank today. How do you deal with this problem? Write down what you would do to resolve the situation.

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